Patient Pathway Coordinator | Royal National Orthopaedic Hospital NHS Trust

Royal National Orthopaedic Hospital NHS Trust; London Borough of Harrow; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading healthcare organization in London is seeking a Patient Pathway Coordinator to manage the full patient pathway from referral to discharge. You will work closely with clinical teams to ensure timely patient care and support the healthcare process through effective communication and coordination. Ideal candidates will have relevant healthcare qualifications and experience in patient management.

Benefits

24/7 access to wellbeing support

Rewards & Recognition platform

Dedicated Staff Wellbeing Hub

Qualifications

• Experience in call handling and patient management.
• Familiarity with electronic health records and referrals administration.
• Ability to work in a multi-disciplinary team.

Responsibilities

• Manage patient pathways from referral to discharge.
• Handle calls and patient queries efficiently.
• Coordinate with clinical teams to support patient care.

Skills

Communication skills

Organizational skills

Problem-solving skills

Education

Relevant healthcare qualification

Job description

Overview

The Patient Pathway Coordinator will work as an integral member of multi-disciplinary teams, providing a pro-active and facilitative clinical pathway navigation service by supporting clinical teams in ensuring that patient care is delivered in an effective and timely manner in accordance with national guidance. The post holder is responsible for the management of the whole patient pathway, from referral to discharge, including first outpatient appointment, diagnostics, planning of treatment, treatment, and follow-up appointments. The role includes handling telephone calls, correspondence, processing complex referrals, booking appointments and admissions, and ensuring patients or visitors receive any information they need prior to accessing services. The post holder will work to support patients throughout their care at RNOH. Please see the Job Description and Person Specification for further details.

Key responsibilities include: Call Handling, Referrals Administration, Pathway Management & Bookings, Communication and Liaison, Supporting Clinical Teams, and General responsibilities.

RNOH context

At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly scored above the national average for the People Promises: We are recognised and rewarded, We are always learning, We work flexibly, We are a team, and for staff engagement. We ranked #1 among all Trusts in North and Central London for all People Promises and themes and #1 among all Acute Specialist Trusts for We work flexibly. We are actively anti-discriminatory and inclusive, recognising our staff does brilliant work and offering rewarding careers no matter what their background.

Joining our organisation means enjoying a wide range of staff benefits, including:

• 24/7 access to wellbeing support through our Employee Assistance Programme.
• A Rewards & Recognition platform, offering opportunities to thank colleagues, send gifts, and access exclusive discounts.
• A dedicated Staff Wellbeing Hub, providing a space to relax and recharge away from the work environment.
• Salary sacrifice schemes for transport (season ticket loans, car and bike), electrical goods, and childcare.

At RNOH, we are more than a workplace—we are committed to patients, to excellence and the wellbeing of our staff.

Responsibilities

• Call Handling
  • Answer inbound telephone calls promptly, and in a polite and friendly manner.
  • Respond appropriately to queries, using all available information sources to provide a response.
  • Proactively provide relevant and helpful information to patients and colleagues.
  • Resolve complex queries from patients or colleagues; identify who can resolve if needed and ensure resolution.
  • Make outbound calls as required to patients, GPs and referrers.
• Referrals Administration
  • Receive new referrals and check hospital data systems to see if the patient has been previously registered with a hospital number.
  • Register patients without a hospital number, ensuring accurate information is entered onto the EHR and no duplicates are created.
  • Record and capture patient information in line with Standard Operating Procedures.
  • Ensure patient demographics are correct by checking with the patient at every encounter; escalate duplicates to the medical records team.
  • Screen referrals and allocate to the appropriate team; assign complex referrals to the correct area.
  • Use electronic patient information systems to scan, attach referrals, and create and action workqueues.
  • Review triaging information from consultants and action next steps; communicate decisions to referrer and patient as required.
  • Contact referrers to clarify unclear or incomplete information.
  • Action Advice and Guidance requests on the e-RS system with responses from the clinical team; escalate where required.
  • Manage e-RS worklists to ensure appointment slot issues and referrals are managed; escalate when required.
  • Use tact and negotiation to ensure timely triage by the clinical team; follow up with clinicians if triage is delayed.
  • Dispose of paper referral documentation in line with the Trust’s Information Governance policy.
  • Liaise with the commissioning team to identify NHS eligibility for treatment.
• Pathway Management & Bookings
  • Responsible for administrative work within a designated specialty or department.
  • Book and reschedule admissions, new, follow-up and diagnostic appointments in line with policy; manage complex bookings.
  • Monitor pathway status to ensure care elements are scheduled in line with regulatory targets (e.g., RTT, DM01, cancer targets) and Trust policies.
  • Review the patient tracking list (PTL), participate in PTL meetings, identify delays or breaches, and take preventative steps.
  • Manage key workqueues to address data quality and patient activities; ensure patients are not lost to follow up.
  • Generate appointment letters and provide information or preparation to patients in advance of appointments.
  • Prepare clinics or admissions with reports of investigations and information for clinical teams before next appointment.
  • Procure items related to patient admissions or contact theatres for equipment.
  • Identify capacity issues and collaborate with clinical and managerial teams to address them.
  • Identify vacant slots and fill them to maximise clinic and theatre utilisation.
  • Coordinate with consultants and teams to manage theatre lists; communicate changes to staff.
  • Process cancellations, amendments or reductions of clinic or theatre lists and inform patients.
  • Reallocate patients with cancellations within time limits and investigate DNAs or deferrals, updating systems accordingly.
• Communication and Liaison
  • Communicate clearly with the multidisciplinary team, patients and families, visitors or carers, and other clinicians involved in care.
  • Manage and answer service-related telephone calls courteously.
  • Handle stressful situations with tact, diplomacy and empathy in line with Trust values.
  • Ensure clear verbal and written communication for patients and visitors.
  • Send patient letters and information leaflets, updating materials as required.
  • Produce accurate correspondence using hospital information systems; prioritise urgent or cancer MDT outcomes.
  • Resolve complex queries and escalate when needed; provide reassurance and contact details for follow-up.
  • Use advanced communication skills to resolve complaints or conflicts.
  • Contact patients for reminders or short-notice cancellations.
  • Manage email queries and triage to appropriate recipients; arrange interpreters as required.
  • Coordinate appointments and procedures with external providers as pathway requires.
  • Support patient portal registration and maintain strong links with the clinical team, attending planning meetings.
  • Oversee clinic outcomes to ensure attendance, imaging and therapy requests are actioned.
• Supporting Clinical Teams
  • Organise meetings for the clinical team, act as secretary for specialty meetings, prepare agendas, take minutes, and update action trackers.
  • Provide diary management and support including leave arrangements and rescheduling clinics.
  • Support preparation of information for MDT meetings and facilitate MDTs to run effectively.
  • Prepare lists for MDT discussions and distribute outcomes to all concerned, saving to the patient’s electronic health record.
  • Advise and support clinical teams on Trust administrative processes.
  • Support new team members with access to Trust systems and familiarity with the service.
  • Support local initiatives, e.g., coordinating responses to local patient surveys as part of audit requirements.

This advert closes on Monday 15 Sep 2025